UX CASE STUDY: mVISA Mobile Push Payments App

Global Payments for Emerging Markets

This mVisa Case Study shows our collaborative,
empathetic, human‐centered design process.

The digital artifacts show the solution, but we also show
the relationships between the research, data and solutions.

STATE THE BROAD GOAL

The Challenge for mVisa:

HOW MIGHT WE:
Reduce the dependency of cash by providing a mobile-based alternative
in emerging markets that’s simple and secure?

mVisa Scan QR Code "Happy Path"

STATE THE CONCRETE GOALS

Key App Design Considerations

  • Mobile device is a new channel for payment by consumers and merchants
  • Users will continue with entrenched payment habits unless the new experience with mVisa is simple and convenient to use; delivers value and control; and suits the social context of the payment situations
  • Success of client’s mVisa program critically dependent on the user experience on the mobile interface.

Mobile Payments Authentication:

BALANCING SECURITY AND CONVENIENCE

STATE THE CONCRETE GOALS

Transactions should be secure and also easily accessible for users

  • Transaction initiation should be made as quick as possible
  • Clients should utilize authentication mechanisms like biometric or numeric passcode.
  • Devices should be supported to ensure high level of security and confidence by consumers in using mVisa services

Let’s Start with the Design Principles

MOBILE DESIGN PRINCIPLES

Simplicity – create direct and easy to understand experience

Clear contextual feedback – use multiple cues like visual elements, sound and vibration

Security – allay this top-of-mind concern in adopting mobile payments

Error and exception handling – cover for all possibilities

Information and usage feedback – deliver on need for control and need for maximum value

Personas and User Experience Journey Map

CONSUMER PERSONA (INDIA)

MS. SANJANA, Consumer,

31 years old, Stay at Home Mom

MERCHANT PERSONA (INDIA)

MR DEEPAK MERCHANT,

32 years old. Jewelry Shop Owner

Information Architecture and User Flows – Digital Assets: Wireframes, Mockups & Protoypes

IA, USER FLOWS & HIGH RES MOCKUPS

On Boarding

IA, USER FLOWS & HIGH RES MOCKUPS

Paying a Merchant via QR Code Comps

USER FLOWS & WIREFRAMES

Paying a merchant via NFC Terminal

Paying a merchant via a static QR code

USER FLOWS & WIREFRAMES

Person to Person Payments

USER FLOWS & WIREFRAMES

Withdraw Cash at an ATM or mVisa Agent

FINAL DESIGN STAGE

Contextual User Testing in India
with a Working Prototype

PRODUCTION & AGILE SCRUM IMPLEMENTATION

After Validating the Prototype, Iterate the Designs and Hand off to Production